Payroll Operations Delivery Analyst

Summary

The Delivery Analyst (DA) supports ongoing delivery to clients through issue resolution, Change Requests (CRs), and standardized processes that contribute to achievement of Service Levels (SLAs or RSLs) and Key Performance Indicators (KPIs). This position involves client and vendor interaction, including coaching and mentoring of staff team audits and training. The DA will be involved in projects and change requests. The DA will identify and resolve issues through root cause analysis and then implement solutions. This role will be involved in process creation, requirements gathering, improvement initiatives and other system changes within the process and knowledge area. The Delivery Analyst will work to support, coach and train global team members

Domain Knowledge

• Educates colleagues and clients while serving as a subject matter expert across multiple process and knowledge areas.
• Researches and provides input and support about industry and company best practices.
• Ensures the standardization of processes in accordance with Aon Hewitt best practices.
• Works to identify and implement ideas for improving the domain specific processes and methodologies.
• Provides feedback on new products, services and projects.
• Works to support system changes through the change request process both internally and with the client.

Client Relationship Interaction

• Gains an understanding of processes and documentation to support client or service transitions and ongoing work.
• Communicates effectively with the client and internal partners for analysis/resolution of issues or project impacts.
• Identifies and assess their impact on service delivery in appropriate forums.
• Leads client interaction and facilitation on client touch points.

Project Execution

• Creates detailed functional business requirement specifications and ensures proper testing hand-offs for integration testing.
• Conducts stakeholder interviews and stakeholder workshops.
• Monitors the scope throughout the project to ensure the scope is baselined. Ensures that any changes requested to the scope are evaluated for project impact and business need.
• Provides status reports and communicates changes in process for project assignments.
• Assists in Quality Assurance (QA) and knowledge management. 2
• Estimates, schedules, and monitors all work activities related to projects.
• Identifies issues and drives change for related improvements.

Management

• Works with third-party providers (both Aon Hewitt partners and client partners) to ensure seamless process delivery.
• Leads process improvements for existing processes and supports creation of new processes with emphasis on up/down stream impacts. Ensures that the process flows are complete and within the defined scope for projects.
• Identifies and resolves escalations or complex issues with strong emphasis on associated patterns, trends, and root cause analysis.
• Meets aligned Service Level Agreements (SLAs).
• Guides and supports client delivery for new and existing colleagues.
• Determines when inquiries are beyond the scope of responsibilities of Aon Hewitt and/or team and escalates as appropriate.
• Supports the internal and external Change Request process, including scoping and costing.
• Assists with documentation training of maintenance releases.
• Supports and oversees global sourcing initiatives.
• Supports and provides investigation on regulatory and compliance issues (if applicable) and ensures reporting to management.
• Ensures the service delivery model is being followed by challenging requested custom functionality and offering alternative solutions.
• Assists in annual Business Continuity preparation events

Flexible Working
So that you can be your best at work and home, we consider flexible working arrangements wherever possible.

Benefits
We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

Our commitment to Diversity and Inclusion
We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

We welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement
We are an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

We provide reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :
44,600 USD
Maximum :
70,800 USD

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate's experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://bit.ly/Alight_Benefits

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.